Training course on Omnichannel Marketing and Customer Experience Management

Module 1: Foundations of Omnichannel Marketing

Defining omnichannel vs. multichannel approaches

The business case for seamless customer experience

Trends shaping omnichannel strategies

Module 2: Customer Journey Mapping and Experience Design

Understanding customer behaviors and expectations

Mapping digital and physical touchpoints

Designing frictionless experiences

Module 3: Digital Channels in Omnichannel Marketing

Social media, mobile, and email integration

E-commerce and mobile commerce alignment

Role of content in driving engagement

Module 4: Offline Channels and Human Touchpoints

Retail stores, call centers, and events

Integrating human interactions with digital journeys

Ensuring brand consistency across physical channels

Module 5: Personalization and Customer-Centric Strategies

Role of data in tailoring experiences

Segmentation, targeting, and behavioral analytics

Using AI and machine learning for personalized marketing

Module 6: Technology Enablers for Omnichannel Success

CRM and Customer Data Platforms (CDPs)

Marketing automation systems

Integrating ERP and sales systems

Module 7: Measuring and Optimizing Customer Experience

Customer satisfaction and loyalty metrics (NPS, CSAT, CLV)

Advanced analytics and attribution modeling

Continuous improvement through customer feedback

Module 8: Managing Cross-Channel Campaigns

Coordinating messaging and offers across platforms

Timing, sequencing, and customer lifecycle management

Avoiding channel conflicts and overlaps

Module 9: Case Studies and Best Practices

Successful omnichannel strategies from retail, banking, and hospitality

Lessons from failed campaigns

Benchmarking against global leaders

Module 10: Workshop – Designing an Omnichannel Strategy

Group exercise: creating a customer journey map

Building a 360° marketing campaign

Presenting and critiquing strategies

Module 11: Future of Omnichannel and Experience Management

Voice commerce, IoT, and wearable integration

The role of the metaverse and immersive experiences

Preparing for customer expectations in a hyperconnected world